Landline not working for a week

[Marg2Wok]

On Tuesday 11th I reported my landline dead.  An Openreach engineer was booked for Friday 14th in the morning. On Thursday 13th the phone line went active and the engineer cancelled. The next day (Fri 14th) the phone was dead again.  I replied to the engineer text and the appointment on the Fault timeline was changed to afternoon of Friday 14th.  No engineer arrived.  This was case number REP 16199350.  

This morning (Monday 17th) all record of my case had disappeared from the timeline.  I phoned again and a new case opened  REF 16216333. All required on line chat goes round in circles as the socket has been checked and is dead.

Please can someone help me and arrange for an engineer to sort this out?

[Philile-TT]

Does the faceplate have screws on the front?

[Marg2Wok]

FTTC  The socket is dead with different phones.

[Philile-TT]

I need to find out what type of master, or main, telephone socket you have so I can give the correct troubleshooting advice.

The master socket will be a white box on a wall, and is where the telephone line connects into your house from outside.

Please browse to https://community.talktalk.co.uk/t5/Articles/Your-guide-to-main-phone-sockets/ta-p/2205432 - this page shows you images of the different socket types so you can identify which you have.

Can you confirm what type of master socket you have please?

[Philile-TT]

A line test is currently underway. This checks the equipment used to provide the broadband service to your home - including the exchange, cabinet and line equipment.

This can take up to 6 minutes to complete. I'll let you know if this test finds a fault, otherwise I'll continue with further checks.

[Philile-TT]

The line test result has identified an issue that may be caused by equipment and wiring in your home.

These issues are most often caused by problems with internal wiring. Common causes are:

• incorrect filter setup
• old, worn or damaged wiring
• use of an extension cable between the master socket and the router
• connecting to a telephone socket other than the master socket - which is the socket where the telephone line enters your property

I'll need to perform the test again with your equipment disconnected to check the most likely cause.

I'll guide you through the steps needed. Once I've retested with the equipment disconnected, I'll be able to tell you if an engineer is required or whether there are issues, I can investigate with you through further checks.

[Marg2Wok]

Corded

[Philile-TT]

Which type of telephone do you currently have connected? 

Corded or Cordless

[Marg2Wok]

Yes, twice

[Philile-TT]

Have you tested your  phone in the test socket before reaching out to us?

[Marg2Wok]

yes

[Mandisa-TT]

Thank you, Could you please confirm whether your telephone is properly connected to the master socket?

[Marg2Wok]

yes

[Marg2Wok]

Yes

[Mandisa-TT]

Thank you, just to confirm you are only having an issue with your landline and your broadband is working fine?

[Marg2Wok]

yes

[Mandisa-TT]

Thank you, just to confirm your issue, you are unable to make and receive calls from your landline?

[Marg2Wok]

Yes

[Mandisa-TT]

Will you (and anyone who lives with you) be able to contact emergency services while your services remain impacted?

[Marg2Wok]

No

[Mandisa-TT]

Great! Do you have any active monitoring for life threatening health reasons which is solely dependant upon your TalkTalk Broadband or Telephone line?

For example a care alarm, lifeline, health pendant or fall detector.